Return & Refund Policy

Last updated: 21 October 2026

Most returns policies describe what you have to do. This one also describes what happens at the other end — the six checks our returns centre runs on every parcel, in the order they run them — because knowing what's checked is the surest way to pass. Before that, the part that's yours: the window, the email and the journey. Every return starts with an email to us, before anything is posted. These terms cover orders delivered in the United Kingdom.

Before anything is posted

30 days from delivery. You can request a return within 30 days of the delivery date recorded by the carrier, for any reason and without giving one; the date of your email is the date that counts. Past 30 days we can't accept a change-of-mind return. Your order number is your proof of purchase, and sale items return on the same terms as full-price ones.

One email. Write to support@cosycombe.com with your order number, which item, and the reason — "changed my mind" is enough. No form, no return authorisation number. Don't post anything yet.

Our approval, within 2 working days. If your return meets the conditions below, you'll receive our written approval, the return instructions and the address of our returns centre in the United States. That address is only sent in that email: it isn't published here, and it isn't our business address, which is for correspondence and can't accept parcels. A parcel sent before approval, to any other address, or more than 30 days after approval can't be matched to an order and can't be refunded.

The journey to the United States

Our returns centre is in the United States and we don't operate a returns address in the United Kingdom, so every return is an international shipment: you choose the carrier and pay the international tracked postage, which isn't reimbursed. Check the cost before requesting a return — blankets are light but bulky, and international postage is priced by size as well as weight. We don't issue prepaid return labels, offer free returns or refund postage; the only exception is a confirmed fault or an error on our side (see "A different route") where we ask you to send the item back.

• Post it within 14 days of our approval, in the original packaging inside an outer bag or box, with your order number on the outside and on a note inside, and only the items we've approved.
• Complete the customs declaration (CN22/CN23) as "Returned goods – no commercial value". Parcels that arrive with import duties, taxes or handling fees due are refused by the returns centre and sent back to you, and can't be refunded.
• Use a tracked service, email us the tracking number and keep your proof of postage until the refund has landed. Until the parcel reaches our returns centre it's your responsibility: a return that's lost, damaged in transit or can't be traced can't be refunded, and an item damaged on the way back because it was packed loosely can't be refunded in full.

The six checks at the returns centre

Every parcel is inspected within 3 working days of arrival, in this order, and you're emailed the outcome.

1. Is there an approval on file? The parcel is matched to our approval email. No approval, a different address or an arrival more than 30 days after approval means the parcel can't be matched to an order and can't be refunded.
2. Is it the item we approved? Only the item(s) named in the approval are inspected; anything else in the parcel can't be refunded.
3. Is it unused and unwashed? You're allowed to have unwrapped it, unfolded it, felt the weight and the fabric and draped it over the sofa to see the colour in your own light — that's how it's sold, and it doesn't cost you the return. What's checked is use beyond that: a blanket that has been slept under, a shawl that has been worn out, an item that has been washed, and any signs of use, odours or pet hair.
4. Are the labels and tags still on? Labels and swing tags attached, and the storage bag, gift box or ribbon that came with it included.
5. Is the original packaging there and reusable? Folded back into the packaging it came in, which was inside an outer bag or box rather than carrying the label itself. Keep the packaging until you're certain you're keeping the item.
6. Did it survive the journey? Items damaged on the way back because of thin packing can't be refunded in full.

The outcomes. Passes all six: the refund below. Fails check 3, 4, 5 or 6: we contact you before deciding anything and either refund a reduced amount reflecting the actual loss in value — an assessment, not a penalty, and we tell you what it's based on — or decline the return; declined items can be sent back to you at your cost if you ask within 14 days. Fails check 1 or 2: no refund, as above.

After a pass: your refund

Once your return has passed, we issue the refund within 7 working days — and in any case within 14 days of receiving your return — to the original payment method. Your bank then takes its own time, usually 5–10 working days; if it hasn't appeared after that, email us and we'll send you the transaction reference to give your bank. The refund is the price you paid for the returned item(s), with promotional discounts applied proportionally across the items in an order. No restocking fee, no handling fee, no administration charge. Return postage isn't refunded, except where we've asked you to return a confirmed faulty item; the Shipping Protection fee isn't refunded once the order has been dispatched; and refunds aren't issued as store credit unless you ask for it. We can't refund to a different card, account or person.

A different route: damaged, faulty or wrong on arrival

None of the checks above apply here — you don't post anything back unless we ask, and you don't pay anything — but the clock is short.

Tell us within 3 working days of the delivery date recorded by the carrier, before putting the item into use, with your order number and clear photographs: a close-up of the problem, the whole item laid flat, the label and — for transit damage — the outer packaging with the delivery label, taken before the box goes out for recycling. The photographs are what our carrier claim rests on; without them it can't be filed.

What counts as a fault or an error on our side: a hole, tear, scorch mark or large open seam present on arrival; a missing item, bag or accessory; an item that differs from your order confirmation (wrong design, size, colour or variant); or damage caused in transit. Minor finishing characteristics and the normal behaviour of new textiles aren't faults (see "What isn't a fault").

What we do. We assess every claim within 2 working days. When a fault or error is confirmed, we send you a replacement free of charge — the same item, or the missing part where that solves the issue — with nothing to send back at your own expense; if we do ask for the item back, we pay the postage. We resolve these cases with a replacement rather than a refund. If the exact item is no longer available, we'll send the same design in another colour or a comparable item of equal value, in consultation with you. Without photographs we're unable to verify a claim; issues reported after 3 working days, or after the item has been put into use, can't be accepted as a fault claim, and the item can then be returned under the sections above, at your cost.

What isn't a fault

Our blankets and shawls are made in batches, with finishing partly done by hand. The characteristics below come with the product and aren't faults. An item with these characteristics can be returned as a standard return (unused, at your cost), but doesn't qualify for a free return or a replacement:

• Creases from being folded for the post — they fall out once the blanket has been aired or washed once.
• A little loose pile from fleece, sherpa or faux fur in the first week or two; a shake outdoors or one wash as the care label directs settles it.
• Bobbling where the fabric rubs, the occasional loose thread, and fringing, tassels or binding that aren't perfectly uniform — a gap of up to roughly 2 cm in a hem or binding is a finishing matter we'll happily advise on, not a fault.
• Colour running slightly on the first wash (wash new items on their own, darks especially) and shrinkage inside the tolerance on the care label.
• A shade that isn't quite the one on your screen, from photo lighting or batch-to-batch variation, and small differences in trim against the product photo.
• Measurements up to 2–3 cm off the product page or between two of the same design, taken flat and without fringing.
• It doesn't suit the room, the bed or you, you no longer need it, you chose the wrong size, colour or variant, or you've found it cheaper elsewhere.
• Damage after delivery: washing or tumble-drying against the care label, bleach, snags from jewellery, zips or pets, scorch marks, alterations, repairs or accidents.

If anything is unclear, read the product description, dimensions and care instructions before ordering, or ask us — we're happy to help you choose the right item before you buy.

Cancelling: 5 minutes

Every confirmed order is passed to our fulfilment centre automatically and released to picking within minutes, which is why the window is short: an order can only be cancelled or changed within 5 minutes of being placed. Email support@cosycombe.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing — including a refund of any Shipping Protection fee.

Miss the window and we're unable to stop, change or cancel the order — including if you've changed your mind, found the item elsewhere or are worried about the delivery time. We'll send you our return instructions instead: take delivery and return the item under the sections above, at your own cost, to our returns centre in the United States. Refusing the parcel at the door doesn't count as a cancellation or a return (see our Shipping Policy, "After dispatch — what you can do").

Everything else

Email first, always. Every return needs our written approval before anything is posted; the returns centre address is only shared in that approval.

Sizes and colours. Every product page lists dimensions, materials and care instructions. Please check the size against your bed or sofa before ordering; because this information is available before purchase, an item that's the wrong size for your bed or a shade different from your screen isn't a fault — it can be returned as a standard return.

Exchanges. We don't process exchanges: a true exchange would mean waiting for your item to cross the Atlantic before the replacement is dispatched. Return the unused item for a refund and place a new order — the new item is dispatched straight away. Tell us in your first email which one you'd rather have and we'll check it's in stock before you send anything.

What can't be returned. Items that have been used, washed, tumble-dried or dry-cleaned; items with labels or tags removed; custom-made, personalised or embroidered items; gift cards.

Fair use. To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of used items, claims that aren't supported by evidence, or returned items that differ from those purchased, we may decline the return and refuse future orders.

Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days.
Email: support@cosycombe.com